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I had that same problem - 4 weeks of back and forth with the support desk, some good customer service, some really bad - no solution. They finally told me to return my ereader which I have. I am now waiting to see what is going on. It was so frustrating - sometimes the ereader worked for days, other times it wouldn't unlock at all - and anytime I spoke with customer support it was as though I was the only person with this problem and later I find out it is a very common complaint.
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